Convert Emails to Cases should not be executed for replies from Oppertunities emails.

[toma]

Steps:
- Create an opportunity. Send an email from the oppertunity page.
- Customer responds.
- Email of customer is converted to a Case and is not associated with the Opportunity.

This happens when you have setup to automatically convert mails to Cases for a group email account. If you turn that off, it behaves as expected.

Wanted:
- First see if the mail is a reply to an opportunity. If so: associate it with the Oppertunity.
- If not: create a new Case.

Just a matter of the right order to process the mail I hope.

[emillod]

I think you could create BPM process which will check if email is assigned to opportunity or not.
If no you could add id of opportunity in email title and after that check when new email come out is there id in email subject :P

[yuri]

I'm not sure that some might not want this working the way it works now. Every email that is sent to a specific mailbox causes a case being created.

[toma]

Can you rephrase that sentence, I'm not sure what you mean by the sentence due to the double negative. If you say that the current behavior is wanted by some people, that's fine, we can close this issue. I can't imagine that though. If you are working with opportunities, you expect replies to end up with the opportunity. I can create a new group mailbox for opportunities without auto convert to cases if you want to keep it this way.

[yuri]

Yes. I meant that I suspect that some might want this to work the way it works now. Every email is converted to a case regardless of whether it's a reply or new email.

Example: There's an email conversation (related to some entity in EspoCRM). At some point one participant decided that it worth to be moved to a case, so they make a reply to support@some-domain.com.

But your point is reasonable as well.

[emillod]

I'm thinking about creating in some way more advanced helpdesk system based on email entity but i need to have time to think it over..
I'm not sure why you're using this default function which is creating new cases from email. If you have access to Advanced Pack, i think you can achieve more with BPM.

I didn't do that before in that way but i think you could check all incoming emails and if process will find specific parameters(id in subject, specific mailbox or anything else) it could create case. I'm not sure is that possible but we've created based on hooks functionality which basically sending email to client if user in espo add comment in stream which is not internal.

You can do many things in Advanced Pack and if you don't have this extension i'm pretty sure that you could prepare this functionality on hooks.

I didn't have to create email fetching hook(but that's possible!), because we have external page when user have form and he can create a ticket which will automatically show up in our EspoCRM and after that if our user will reply in stream, EspoCRM will send an email to our client.

[toma]

although I enjoyed your text, it's not really relevant to my initial issue. I'm very happy with Espo converting emails to issues and that I don't need the advanced pack for that.

We keep our helpdesk system as simpel as can be, customers mail or call, we make sure there is a issue with proper title, assign it to someone, discuss internally in the stream if needed and track progress with the status field and close when the customer is happy again. No advance pack needed